HIL Support Specialist

Job not on LinkedIn

🔥 1 minute ago

🇵🇭 Philippines – Remote

💵 ₱80k - ₱100k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Extend Your Team

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🏥 Healthcare

🛡️ Insurance

📣 Marketing

Healthcare • Insurance • Marketing

Extend Your Team is a staffing and managed-services firm that builds experienced virtual assistant and remote operations teams for high-growth companies. They use a proprietary vetting system to place full-time, autonomous professionals (executive assistants, customer support reps, bookkeepers, accountants) who integrate with client workflows to drive execution, reduce overhead, and scale operations quickly. Extend Your Team serves VC-backed startups, mid-market firms and enterprises across industries such as fintech, insurance, mortgage, and financial services, emphasizing measurable ROI and rapid, strategic hiring.

📋 Description

• Handle inbound and outbound HIL customer interactions through phone, Zendesk, SMS, Calendly, and other approved support channels • Complete HIL Welcome Calls with newly approved customers and verify required disclosures and customer understanding • Assist customers with applications, approval status, account terms, payments, AutoPay, available credit, account status, and other HIL concerns • Support contractors and HIL partners with application-status questions, customer follow-ups, documentation needs, and operational requests • Monitor partner-support channels and respond within service-level expectations • Investigate customer and partner concerns using internal systems and tools before escalating • Coordinate with Fraud, Cardholder Support, Complaints, Liens/Contingencies, Operations, and other internal teams • Determine whether concerns should be resolved directly, referred to the contractor, escalated to L2, or transferred to another Operations team • Perform outbound follow-ups for incomplete Welcome Calls, remediation cases, payment/AutoPay assistance, documentation requests, and assigned HIL queues • Maintain accurate case documentation across Zendesk, Asana, internal trackers, Concierge Desk, and other operational systems • Monitor assigned queues throughout the shift • Assist with account closure, remediation, complaint, fraud, or dispute-related workflows • Identify unusual cases, customer-impact issues, process gaps, and recurring partner concerns for escalation • Drive cases toward end-to-end resolution while minimizing unnecessary transfers

🎯 Requirements

• At least 2 years of experience in customer service, financial services, lending, mortgage, fintech, banking, or a similar operations environment • Strong experience handling customers through phone, email, chat, or ticketing systems • Experience with external partners, merchants, contractors, vendors, or other third parties is highly preferred • Experience supporting US-based customers is strongly preferred • Comfortable performing frontline customer support and backend operational work • Strong investigative and problem-solving skills • Excellent English communication skills, verbal and written • Excellent organization and time-management skills • High attention to detail and accuracy in documenting customer interactions and operational decisions • Experience with Zendesk, Amazon Connect or similar contact-center platforms, Asana, Slack, Google Workspace, CRM systems, and internal operations tools is preferred • Ability to recognize and appropriately escalate potential fraud, complaint, privacy, or customer-harm concerns • Bachelor's degree or comparable professional experience in financial services or operations • Must be able to work scheduled US business hours and weekends when required • Must reside in the Philippines • Must be amenable to working in the US timezone • Must be comfortable working with a Time Tracking Application

🏖️ Benefits

• HMO Coverage • $121 USD Monthly Meal Allowance • 10 Days of Paid Time Off • Annual Rate Increase based on performance • Internet Allowance • Work Devices and Accessories Provided • December Bonus for qualifying performance • Up to 6 weeks of paid Additional Maternity Leave, separate from regular PTO • $1,000 USD Sign-On Bonus for eligible contractor start dates in November or December 2026, paid in two installments at the 2-month and 4-month engagement milestones

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